TERMS AND CONDITIONS

OPS reserves the right to amend the initial quotation, should the client’s original requirements change. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, a £10 charge will apply. The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required. The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning.

After Party Cleaning or badly neglected homes may take up to three times longer than a well maintained home.

T & C OF OUR CLEANING SERVICE

1.0. CARPET CLEANING & UPHOLSTERY CLEANING
1.1.OPS reserves the right to amend the initial quotation, should the client’s original requirements change.
1.2. If the customer has a dog, cat or other hairy pet then an extra 30% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.1.3. If water extraction is required due to flooding 30% extra charge will be added to the service price.
1.4. The client understands that additional parking and congestion charge may apply. All carpet/upholstery cleaning orders are subject to £50.00 minimum call out charge.
1.5. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, a £10 charge will apply.
1.6. The client understands that additional parking and congestion charge may apply.

 

2. PAYMENTS

2.1. Payment is requested on completion on the day of the cleaning session. Payment should be made before the clean takes place by BACS payment or cheque for private clients.

2.2. Payment can only be either cash or cheques on completion. Please make the cheque payable to ‘Occupational Personnel Services Ltd.. If paying by cheque, a cheque guarantee card is required and the customer will be responsible for all bank and legal charges resulting from a dishonored cheque.

2.3. The Customer agrees that any outstanding amount owed to OPS can be charged from the debit/credit card the customer has provided at the time of the booking. Customer understands that any ‘late payments’ may be subject to additional charges.

2.4. If payment is not made within 30 days of the invoice then the account will be passed to our collections agency, after which a charge of 15% plus Vat on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.



3.0. COMPLAINTS AND CLAIMS

3.1. The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will not entitle the customer to any refunds or recovery cleanings.

3.2. OPS requires the presence of the customer or his/hers representative at the beginning and at the end of the cleaning session as an inspection will be carried out and any corrections made, the same day.

3.3 If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out.

3.4. OPS may take up to 7 working days to respond to a complaint.

3.5. OPS will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session. Complaints are accepted verbally over the phone and in writing (letter or e-mail). Complaints must be reported on completion or within the following 24-hours.

3.6. OPS agrees to keep all customers’ information confidential.

4.0. INSURANCE

4.1. OPS (Occupational Personnel Services Ltd) has Public and Employer’s liability insurance.

4.2. OPS reserves the right to refuse to share any of the confidential company’s documents.

5.0 CUSTOMER SATISFACTION

5.1. Customer understands that he/she is not entitled to any refunds.

5.2. If the customer is not completely satisfied with a cleaning job, OPS cleaners will re-clean any area/s and items to customer’s satisfaction. Therefore the customer must allow the cleaner to return.

5.3. Customer must be present at all times during the recovery-clean. OPS reserve the right not to return a cleaner more than once.

 

6.0 LIABILITY
6.1 OPS reserves the right not to be liable for completing tasks which are not stated on our task list:
OPS is not liable for:
6.2. Third parties entering or present at the customer’s premises during the cleaning process.
6.3. Wear or discolouring of fabric becoming more visible once dirt has been removed; Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;
6.4 Existing damage or spillage that cannot be cleaned/removed completely using customer provided cleaning detergents and equipment or standard carpet cleaning equipment;
6.5 Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
6.6. If the customer has got items which need special cleaning methods and special cleaning – detergents, OPS reserves the right to refuse the provision of the cleaning detergents.
6.7.For items that require special cleaning OPS will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instruction to the present cleaner present at the property

7.0 CANCELLATION
7.1. Customer agrees to pay the full price of a cleaning visit if the customer changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay the full price of the cleaning visit in the event of a lock-out causing by our cleaners to be turned away; no one home to let them in; or a problem with customer’s keys.
7.2. If keys are provided they must open the lock without any special efforts or skills. Customer agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one week advanced notice.

8.0. END OF TENANCY CLEANING:
8.1. A 48 hours notice is required if customer cancels or re-schedules a cleaning appointment.
8.2. Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
8.3. Customer agrees to pay 50% of the quote as a cancellation fee in the event of a lock-out causing our cleaners to be turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys
8.4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to OPS then the customer agrees that deposit funds may be used to cover the cancellation fee.

 

9.0. ONE-OFF CLEANING:
9.1. A 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
9.2. Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
9.3. Customer agrees to pay 50% of the quote as a cancellation fee in the event of a lock-out causing our cleaners to be turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys
9.4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to OPS then the customer agrees that deposit funds may be used to cover the cancellation fee.

 

10.0 CARPET AND UPHOLSTERY CLEANING:
10.1. 48 hours notice is required if customer cancels or re-schedules a cleaning appointment.
10.2. Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
10.3 Customer agrees to pay 50% of the quote as a cancellation fee in the event of a lock-out causing our cleaners to be turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.
10.4 If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to OPS then the customer agrees that deposit funds may be used to cover the cancellation fee.

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